F&B Reservations Agent

Mandarin Oriental Hotel Group; Dubai; On-site; USD 25,000 - 35,000; Full time

Job summary

A prestigious hotel seeks an F&B Reservations Agent to handle customer reservations at their Dubai location. The role involves managing booking requests, providing exceptional customer service, and maintaining database accuracy. Ideal candidates will possess 1-2 years of experience in high-end service and have strong communication skills.

Qualifications

• 1-2 years experience in high-end customer service.
• Fluent in English, additional languages are a plus (Arabic, Russian).
• Effective communication with various customer profiles.

Responsibilities

• Handle customer reservations and queries via phone and email.
• Maximize booking conversions and upsell restaurant services.
• Maintain accuracy of customer database.

Skills

Customer service

Communication

Microsoft Office

Team player

Tools

Table management/reservation system

Job description

Based at the Mandarin Oriental Jumeira Dubai within F&B Reservations, the F&B Reservations Agent is responsible for all customer reservations and queries received via telephone or emails for Mandarin Oriental, Jumeira, Dubai outlets. Ensure each booking is entered into the system following Mandarin Oriental data and quality standards.

As F&B Reservations Agent, you will be responsible for the following duties:

• Complete customer and guest booking requests for Mandarin Oriental, Jumeira using Mandarin Oriental Standards for Data Entry, Email Quality & Call Quality
• Proactively handle customer queries and escalations through telephone and email
• Contribute to revenue objectives through maximising booking conversions
• Where appropriate upsell and promote all restaurants to guests
• Ensure group and event booking requests are completed and handed to team in agreed time scales.
• Keep up to date with information and training required to complete role effectively
• Flexibility to work to demands of the business including rotational shifts
• Maintain the integrity and accuracy of Mandarin Oriental Jumeira restaurants customer data base
• Actively demonstrate and comply with Mandarin Oriental Jumeira IT security and compliance policy
• Any other duties as may reasonably be requested by the management

As F&B Reservations Agent, we expect from you:

• 1-2 years experience in high end customer service role and dealing directly with customers face to face or over the phone (essential)
• Communicate effectively with various customer profiles to deliver their expectations (essential)
• Demonstrate good knowledge of Microsoft Office (essential)
• Fluent in English spoken and written (essential)
• Team player
• Demonstrates good knowledge of a table management/reservation system.
• Additional languages are desirable (especially Arabic or Russian)

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